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Technical Support Supervisor

2 months ago

Melville, New York, United States KWI Full time

Help Desk Manager

Overview

The Help Desk Manager plays a crucial role in overseeing and resolving all Help Desk incidents arising from clients and internal teams. This position is responsible for managing a team of analysts, ensuring they have the necessary staffing, tools, resources, and expertise to effectively troubleshoot and resolve reported issues. A focus on root-cause analysis and a passion for metrics are essential, as data will guide daily operations and decision-making.

As our Help Desk operates around the clock, the Help Desk Manager must be prepared to work during weekends and holidays. The typical schedule for this role is Monday to Friday from 9 AM to 6 PM.

About KWI

KWI is a dynamic organization with a vision to be the leading provider of cloud technology solutions tailored for retailers. We offer a comprehensive, unified commerce solution from a single database, specifically designed to empower specialty retailers in expanding their business. Our esteemed clientele includes globally recognized brands.

We integrate Point of Sale, Merchandising, e-Commerce, CRM, and Loss Prevention into a single cloud-based platform. Our organization is driven by values and mission, and we believe that by fostering leadership in our strategy, operations, and personnel, we will continue to innovate and excel in our services.

Key Responsibilities

  • Provide leadership and direction to multiple support teams, serving as their escalation point.
  • Mentor and coach analysts in their respective roles, enhancing their skills and performance.
  • Ensure teams gather comprehensive information from customers regarding system issues (hardware/software/network) and strive for resolution.
  • Oversee the identification and escalation of open issues that pose risks.
  • Supervise the troubleshooting, diagnosis, and resolution of technical issues reported by POS systems.
  • Manage restorative and maintenance actions to resolve customer issues and follow up on any outstanding problems.
  • Act as the primary contact for software developers regarding requests for information, de-escalations, and corrective actions related to ticket escalations.
  • Train support staff on operational procedures, troubleshooting techniques, and new technologies.

Qualifications

  • Exceptional interpersonal, verbal, and written communication skills.
  • Strong technical knowledge and understanding of concepts related to technical support.
  • Familiarity with the retail environment, including POS systems and associated components.
  • Experience with Apple and/or other mobile applications is advantageous.
  • Proficiency in POS systems and/or proprietary software is highly desired.
  • A minimum of 5 years' experience in an IT call center environment.
  • Experience in supporting call center operations.
  • At least 3 years of experience managing call center teams.
  • Flexibility in scheduling, with the ability to work on holidays and weekends.

Benefits

  • Comprehensive Medical, Dental, and Vision coverage.
  • Four weeks of Paid Time Off in the first year.
  • Year-round Summer Fridays.
  • Tuition Reimbursement program.
  • Discounts from the building café.
  • 401(K) plan with a 50% company match (up to 6% of employee contribution).
  • Employee Referral Program.
  • One volunteer day each year.

Work Environment

We recognize the importance of flexibility, which is why we adopt a hybrid work schedule. In-office days are Monday, Tuesday, and Thursday, while employees can work remotely on Wednesdays and Fridays.

Our collaborative culture encourages in-person interactions, allowing our team to perform at their best. We enjoy monthly events, bagels every Thursday, a state-of-the-art coffee machine, a fully stocked snack pantry, and various surprise and delight moments throughout the year.

Commitment to Diversity

KWI is dedicated to cultivating diversity and fostering an inclusive work environment, which is vital to our success. We strive to create a workplace where individuals are not advantaged or disadvantaged based on their background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.

We are committed to maintaining a bias-free environment where harassment is prohibited, respecting cultural diversity, and complying with the laws of the regions in which we operate. We expect our business partners, suppliers, clients, and all team members to uphold these commitments.